System and method for active callback management using callback objects and contact information integration

Abstract

A system for providing active callback management using callback objects and contact information integration, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.

What is claimed is: 
     
       1. A system for active callback management using callback objects and contact information integration, comprising:
 a callback manager comprising at least a processor, a memory, and a first plurality of programming instructions stored in the memory and operating on the processor, wherein the first programming instructions, when operating on the processor, cause the processor to:
 receive a request for a callback to a callback recipient from a callback requestor; 
 instantiate a callback object comprising information pertaining to the request; 
 determine a callback time and communicate it to the callback requestor; and 
 connect the callback requestor and the callback recipient, when the callback requestor and the callback recipient are online, and delete the callback object; and 
 
 a queue manager, comprising a plurality of second plurality of programming instructions stored in a memory of, and operating on a processor of, a computing device configured to communicate with a plurality of contact centers, wherein the second programming instructions, when operating on the processor, cause the processor to:
 monitor agent availability across the plurality of contact centers; 
 receive a request for agent availability information for one or more of the plurality of contact centers from a third-party Internet search engine; 
 determine an estimated wait time for the one or more of the plurality of contact centers based at least in part on the monitored agent availability; 
 provide the estimated wait time to the third-party Internet search engine for display to the callback requestor with an option to initiate a callback request; and 
 
 upon receipt of a callback request from the third-party Internet search engine, add the callback request for the callback requestor to the callback queue of at least one of the plurality of contact centers. 
 
     
     
       2. The system of  claim 1 , wherein a callback identifier is generated that uniquely identifies the callback object. 
     
     
       3. The system of  claim 2 , wherein the callback identifier is provided to the callback requestor. 
     
     
       4. The system of  claim 2 , wherein the callback identifier is used to retrieve and modify the callback object prior to connecting the callback recipient and the callback requestor. 
     
     
       5. The system of  claim 2 , wherein the callback identifier is used to retrieve and analyze the callback object prior to connecting the callback recipient and the callback requestor. 
     
     
       6. The system of  claim 5 , wherein the callback recipient is selected based on the results of the analysis. 
     
     
       7. A method for active callback management using callback objects and contact information integration, comprising the steps of:
 receiving a request for a callback to a callback recipient from a callback requestor; 
 instantiating a callback object comprising information pertaining to the request; 
 determining a callback time and communicate it to the callback requestor; 
 connecting the callback requestor and the callback recipient, when the callback requestor and the callback recipient are online, and delete the callback object; 
 monitoring, using a queue manager, agent availability across the plurality of contact centers; 
 receiving a request for agent availability information for one or more of the plurality of contact centers from a third-party Internet search engine; 
 determining an estimated wait time for the one or more of the plurality of contact centers based at least in part on the monitored agent availability, 
 providing the estimated wait time to the third-party Internet search engine for display to the callback requestor with an option to initiate a callback request; and 
 adding, upon receipt of a callback request from the third-party Internet search engine, the callback request for the callback requestor to the callback queue of at least one of the plurality of contact centers. 
 
     
     
       8. The method of  claim 7 , further comprising the step of generating a callback identifier that uniquely identifies the callback object. 
     
     
       9. The method of  claim 8 , further comprising the step of providing the callback identifier to the callback requestor. 
     
     
       10. The method of  claim 8 , further comprising the step of using the callback identifier to retrieve and modify the callback object prior to connecting the callback recipient and the callback requestor. 
     
     
       11. The method of  claim 8 , further comprising the step of using the callback identifier to retrieve and analyze the callback object prior to connecting the callback recipient and the callback requestor. 
     
     
       12. The method of  claim 11 , further comprising the step of selecting the callback recipient based on the results of the analysis.